BANKING The Client A national financial service provider whose own assets more than IDR 30 billion and with diversified product portfolio in charge and credit cards, corporate and individual loan, financial planning, investment products, insurance and many more. The Case Client was seeking enhance its competitive edge by delivering the first 5 digit phone banking service in Indonesia and wanted a partner who had the experience, expertise, and excellence to deliver results. The Strategy Infomedia Contact Center developed with the client a comprehensive phone banking rollout plan. The plan comprised of process planning, technology and system customization, operation planning, performance setting, and quality assurance program. The Outcome Infomedia Contact Center's success and delivery has earned them credibility and won many phone banking service excellence awards from independent research company. And now, we enjoy a good regular working relationship with the client.   MANUFACTURING The Client The Client is an international cellular phone manufacture. At that time the client was the second largest player in Indonesia and wanted to tap an opportunity to increase its market share. The Case A tender was called by the client to select one vendor to support its customer service operations. Infomedia contact center was short listed and selected for its readiness to build call center. The Strategy Infomedia contact center setup a team for the helpdesk and sent them for training course by the client. And then, we together developed business processes, application, setting network, training program, and quality assurance program from service level 1 to service level 3. The Outcome Infomedia Contact Center's succeed in developing call center with international standard of service. This contact center has won many annual and monthly International Awards from The Client Head Office for its service delivery excellence. This year, Infomedia Contact Center is running more than 10 years in operating The Client customer service contact center.   TELECOMMUNICATION The Client The Client is a telecommunication provider with comprehensive range of products and services. They want to increase service level and provide speed through accuracy of customer service experience as a new regulation of telecommunication industry applied. The Case The Client have a large in-house customer contact center of over 500 seats and want to enhance its call center into next level with highest productivity and operation efficiency. The Client looks for a credible partner who can help to achieve the goal. The Strategy Infomedia Contact Center team assembled to work closely with the client in planning, developing, and implementing a comprehensive include: business goal, operational process focus on productivity, reward and punishment program, intensive training program, upgrading technology and workstation application. The Outcome The Client contact center service level is increased and maintain above 90%. Productivity per agent significantly improved and inefficiency on operation was reduced. This turn around strategy in delivering the best customer experience has won many customer service award from independent research company.   FOOD & BEVERAGE The Client The Client is one of the biggest players in food and beverage industry in Indonesia. The Case The Client already has delivery service at each store. They want to integrate all of its delivery service per store and seize order quickly with centralized call center service with one single number across the country. The Strategy The objective of this project was developed client's centralized order taking system. Infomedia Contact Center's tasks were setting up network infrastructure, contact center technology, and provide contact center facilities. The Outcome Centralized order taking system launched successfully and the sales contribution from this delivery segment has increased.